Intercom

(461)
4.2 out of 5 stars

Intercom allows you to communicate personally with every single customer.

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Intercom Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

84%
(Based on 169 reviews)
Response Automation

Respond to common requests with standard reply

83%
(Based on 177 reviews)
SLA Management

Service Level Agreement Management

80%
(Based on 100 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 167 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 166 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

87%
(Based on 170 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

87%
(Based on 174 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

92%
(Based on 234 reviews)
Notifications

Delivers notifications to both sides of the conversation.

87%
(Based on 234 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

86%
(Based on 178 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

90%
(Based on 218 reviews)
Internal Use
Customization

79%
(Based on 206 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

n/a
Lead Development

Enables employees to denote potential customers.

81%
(Based on 154 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

81%
(Based on 165 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

85%
(Based on 181 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

83%
(Based on 183 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

88%
(Based on 164 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

86%
(Based on 166 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

92%
(Based on 198 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

82%
(Based on 119 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

74%
(Based on 39 reviews)
Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 98 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

79%
(Based on 56 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

74%
(Based on 38 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

73%
(Based on 33 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

80%
(Based on 83 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

85%
(Based on 140 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

82%
(Based on 110 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

83%
(Based on 111 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

77%
(Based on 84 reviews)
Reporting

80%
(Based on 166 reviews)
Dashboards

79%
(Based on 167 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

82%
(Based on 21 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

85%
(Based on 55 reviews)
Customization

79%
(Based on 206 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

88%
(Based on 64 reviews)
Internationalization

83%
(Based on 37 reviews)
Performance & Reliability

90%
(Based on 67 reviews)
Integration APIs

87%
(Based on 55 reviews)
Intercom
(461)